Customer Care leaders to engage in a dynamic pre-conference training seminar focused on the future of customer service with ICMI Co-Founder, Industry Expert and Author, Brad Cleveland

COLORADO SPRINGS, Colorado, December 6, 2013 – Execs in the Know is once again proud to bring the Customer Response Summit, a thought leadership forum, to the Customer Care community. The Summit, one of three held annually, will take place February 3-5th in San Diego. For the first time, the event will feature the Customer Experience Management Training seminar which will be facilitated by ICMI co-founder, Brad Cleveland. This one day pre- conference training seminar developed and delivered by the International Customer Management Institute (ICMI) will focus on the “Foundations for the Future Customer Experience Center.” It will be held on the first day of the event, Monday, February 3rd, 2014, at the Manchester Grand Hyatt, San Diego, California.

The offering is a real need identified through the results of the 2012 Customer Experience Management Benchmark Study. The study conducted by Execs in the Know and their research partner, Digital Roots, focuses on how companies are supporting the Connected Consumer through emerging channels. In the 2012 study “70% of Customer Care leaders identified themselves as requiring additional training and development on emerging channels and how to support them”.

“This was an alarmingly high number,” states Susan McDaniel, Owner and Co-Founder at Execs in the Know. “We determined that there was a void in the market for leadership training that bridged the impact of emerging channels to the operational and strategic needs of our Customer Experience Executive community. This new training seminar is built for and around the needs of Customer Care leaders. Attendees are encouraged to add this exclusive Customer Experience Leadership Training seminar to their conference experience”

After extensive research, Execs in the Know partnered with ICMI as the global leader in providing comprehensive resources for customer management professionals. Having trained the full spectrum of customer care professional from executive level down through agents, ICMI was uniquely qualified to design a seminar specifically focused on the changing strategies required around people, processes and technology as a result of emerging channels. “This unique seminar, designed specifically for the Execs in the Know community, will establish a foundation for todays’ evolving contact center! You’ll walk away enabled to implement what you learn at the Conference,” states Sarah Stealey Reed, Content Director for ICMI. “We’re pleased to confirm that it will be facilitated by Brad Cleveland, who is a sought-after speaker and consultant, and was one of ICMI’s two founding partners. Brad has worked across the globe with some of today’s most celebrated companies and he has an inside view into the advancements that are forever changing customer service.”